Search Support Specialist, Search Support

Amazon•Seattle, WA

11d

About The Position

As a Search Support Specialist, you will Independently provide the first level of support for all search related issues, deliver high-quality work, meet or exceed established ticket resolution goals, and SLAs autonomously. You will rely upon your strong communication skills to effectively interact with individuals at all levels. You'll drive business value through technical advisory and partnership building, creating and managing workstreams that delight our customers and deliver meaningful change. Our team plays a key role in the use of the Amazon Product Search service, is the primary point of contact for search results, and routes systemic issues and functional requests to individual development groups and domain experts.

Requirements

Experience working with customers with a passion for delivering exceptional service, or experience in technical support and experience that includes strong analytical skills, attention to detail, and effective communication abilities
Bachelor's degree or above in Information Management, Informatics, Information Technology, Computer Science, Computer Engineering, or other related discipline
Experience in a 24x7 operational services or support environment
3+ years of technical troubleshooting or similar experience
Proficiency understanding complex technical concepts.
Excellent communication, organizational and analytical skills, especially for problem solving under pressure.
Excellent written and oral English language skills.

Nice To Haves

3+ years of working directly with engineering teams experience
Experience working with GenAI tools such as Amazon Q or similar.
Ability to quickly learn technical concepts with a sense of urgency and prioritization.
Project management expertise.
Familiarity with modern Foundation Models.

Responsibilities

Identify Search service changes and make independent decisions based on available information.
Independently resolve issues and high severity escalations using Support tooling while serving as TPM for Support tool development and maintenance.
Continuously identify areas for improvement of self-service by evaluating ticket metrics and logs. Drive projects to implement those improvements.
Collaborate with Technical Program Managers and development team members to troubleshoot complex features.
Coordinate root cause analysis and defect resolution with the team, key stakeholders and follow through on resolutions to ensure they're delivered.
Identify search service changes and make independent decisions based on the available information.
Follow standard operational procedures (SOPs) to resolve emergent issues and escalate to internal search teams. Ensure all issues are properly documented and closed.
Drive and document effective ML/GenAI solutions for customer requests, transforming research objectives into clear, actionable data collection requirements.
Build a strong foundation of knowledge around Amazon Search and create knowledge-based articles and SOPs.